Summary
Overview
Work History
Education
Skills
Timeline
Generic

Amanda Avitua

San Antonio

Summary

Skilled account management professional with proven track record in fostering client relationships, driving revenue growth, and managing complex accounts. Known for strong focus on team collaboration, adaptability, and delivering results. Expertise includes strategic planning, client communication, and problem-solving. Highly reliable and flexible in meeting changing business needs. Adept at utilizing Microsoft Excel for data analysis, while fostering teamwork and collaboration to achieve organizational goals, as well as, providing excellent customer service to customer and/ or clients.

Overview

14
14
years of professional experience

Work History

United Healthcare On-Site Service Account Manager

United Healthcare
05.2013 - 09.2019
  • Increased client satisfaction by building strong relationships and addressing their needs promptly.
  • Maintained high client retention rate by providing exceptional customer service and anticipating client needs.
  • Managed a diverse portfolio of accounts, ensuring timely communication and effective problem resolution.
  • Successfully resolved escalated issues, preventing potential loss of valuable clients while maintaining positive relationships with all parties involved.
  • Established clear communication channels between clients and internal teams, ensuring seamless project execution.
  • Actively participated in networking events within the industry, expanding professional connections and generating leads.
  • Provided comprehensive reporting on account performance, enabling clients to make data-driven decisions about future investments.
  • Assisted in the development of training materials for new hires, ensuring smooth onboarding process.
  • Conducted quarterly business reviews with major accounts to assess satisfaction and identify areas for improvement.
  • Collaborated with managers to provide customer feedback and recommend operational changes to meet emerging trends.

Subject Matter Expert

United Healthcare
04.2012 - 05.2013
  • Mentored junior team members, contributing to their professional growth and development.
  • Established best practices for knowledge sharing, fostering a culture of continuous learning and improvement.
  • Developed effective training materials for diverse audiences, resulting in improved skillsets and increased job satisfaction.
  • Streamlined processes to increase efficiency, enabling teams to complete tasks ahead of schedule.

Health Advisor

United Healthcare
12.2010 - 04.2012
  • Maintained full and current understanding of available plans, products and services.
  • Handled more than 50+ daily inbound calls from health plan customers.
  • Assisted individuals, families, large land small businesses with acquiring health and prescription benefits
  • Resolved problems related to benefits, eligibility and claims.
  • Provided information such as copay and premium details, pre-approval procedures and available products.
  • Helped members navigate enrollment process and choose appropriate options.
  • Assist members with provider appointment scheduling
  • Enhanced overall patient satisfaction with healthcare services by providing accessible, timely advice.

Quality Assurance Specialist

United Healthcare
03.2008 - 12.2010
  • Provided regular updates to team leadership on quality metrics by communicating consistency problems or production deficiencies.
  • Ensured product compliance with industry regulations by staying up-to-date on relevant standards and guidelines, implementing necessary changes to maintain conformance.
  • Enhanced customer satisfaction by addressing reported issues promptly and providing effective solutions.
  • Optimized workflow efficiency by introducing automation tools into the QA process where appropriate.
  • Educated employees on specific QA standards and confirmed maintenance of standards.

Customer Care Professional

United Healthcare
01.2007 - 03.2008
  • Answer customer service inquiries relating to benefits and eligibility information, provider searches, going over Explanation of Benefits with customer, prior authorizations, and billing and payment issues.
  • Ensured top-notch service quality.
  • Constantly meet established productivity, schedule adherence, and quality standards
  • Provided excellent support to customers, troubleshooting technical issues and guiding them through resolution steps.
  • Handled escalated calls with professionalism and diplomacy, working towards resolutions that satisfied both customers and the company's interests.

Guest Service Representative

Drury Inn & Suites
12.2005 - 01.2007
  • Assisted guests with reservation modifications, resolving any issues promptly and professionally.
  • Handled payment transactions accurately, maintaining proper cash handling procedures at all times.
  • Resolved guest complaints diplomatically to maintain a positive property reputation and high customer satisfaction rates.
  • Developed strong rapport with returning guests to foster loyalty and repeat business.
  • Enhanced guest satisfaction by providing exceptional customer service at the front desk.
  • Maintained detailed knowledge of hotel amenities, services, policies, and procedures to provide accurate information to guests.
  • Provided personalized recommendations for local attractions, dining options, and transportation services based on guest preferences.
  • Collaborated with housekeeping and maintenance teams to ensure timely room readiness for arriving guests.

Education

High School Diploma -

William Howard Taft Hight School
San Antonio

Skills

  • Account management
  • Customer service
  • Teamwork and collaboration
  • Client relations
  • Customer satisfaction
  • Call center experience
  • Remote work experience
  • Goal oriented
  • Account oversight
  • Issue resolution
  • Account servicing
  • Microsoft Word, Outlook, Excel, and PowerPoint

Timeline

United Healthcare On-Site Service Account Manager

United Healthcare
05.2013 - 09.2019

Subject Matter Expert

United Healthcare
04.2012 - 05.2013

Health Advisor

United Healthcare
12.2010 - 04.2012

Quality Assurance Specialist

United Healthcare
03.2008 - 12.2010

Customer Care Professional

United Healthcare
01.2007 - 03.2008

Guest Service Representative

Drury Inn & Suites
12.2005 - 01.2007

High School Diploma -

William Howard Taft Hight School

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